CHAPTER 11: HOW TO MINIMISE DAMAGE WHEN A CRISIS STRIKESThe impact of bad communicationThe role of spokespersonShould the CEO be crisis spokesperson?Should the CEO go to the scene to take charge?So, what to say?

CHAPTER 12: WHAT TO DO AFTER THE CRISIS SEEMS TO BE OVERRecovery/business resumptionPost-crisis issue impactsResponding to post-crisis issuesEvaluation and modifictionHow to review and learn

CHAPTER 13: NO, IT'S NOT JUST ABOUT FACTS AND DATAPiling on the dataWhat's a fact anyway?Truth doesn't always prevailWhat's the solution?

CHAPTER 14: NO, IT'S NOT JUST ABOUT THE LAW EITHERStrategy developmentWhen legal advice goes feralLegal versus ethicalThe flow of informationListening to lawyersSilence is not golden

CHAPTER 15: WHY LAWYERS DON'T LIKE YOU TO APOLOGISEWhen apologising reduces liabilityThe challenge of a good apologyApologising and reputation

CHAPTER 16: SOCIAL MEDIA: BOTH A STRENGTH AND A THREATSocial media and the CEOThe roles of social media in crisis managementMonitoring and responding

CHAPTER 17: SOCIAL MEDIA: DO IT FAST AND DO IT RIGHTWhen things go wrongControl and the dark websiteRole of the CEO